Spa Management Seminars - Complete Listing

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Spa and Salon Concierge Finishing School

Transform your front line team into polished customer care experts!

What You'll Learn: We go well beyond the first impression to give your team a true understanding of what it takes to deliver world-class customer service. This one day course will refine communication skills, teach problem-solving and complaint-resolution techniques and help staff find new pride in their work. Managers will gain valuable insights for improving this difficult-to-supervise department. Best of all, your customer satisfaction and retention will increase as soon as your new team members hit the floor!

Program Highlights:

• The building blocks of world class service
• Concierge: manager of the total customer experience
• Elegant communication in the spa and salon environment: scripting for success
• Moments of Truth: mastering the complex cycle of customer interaction
• Concierge as marketer: how to sell your spa and your services
• Supporting the internal customer: 'nourishing' therapists and stylists
• Customer retention: our top priority
• Communication skills to bridge the gap between support and technical teams
• Telephone etiquette and presentation
• Projecting a professional image
• Complaint resolution made simple

Essential Sales Skills for Spa Employees

Turn your entire staff into sales experts! What you'll learn: Is your company's sales performance all that it could be? Are your retail products gathering dust? Does your therapeutic staff believe that 'selling' is unprofessional? Are your reservationists just order-fillers, or service marketing experts? Turn your employees into proactive salespersons, improve customer retention, and make more money without working harder or expanding your facility. This one day program will help transform sluggish sales into a river of revenue!

Program Highlights:

• What is 'selling' anyhow?
• Who should sell
• Recommendation tools that boost sales every time
• The number one sales goal for every appointment
• How to avoid 'hard selling' clients
• Managing for high sales: tools for ensuring performance is maximized
• Non verbal skills for building rapport, trust.and sales
• Sales lab: role play

Delivering World Class Service

Learn how you can deliver excellent service...consistently! What You'll Learn: What is your service really saying to your present and potential customers? How much control do you have over the total experience your customers are having in your spa or salon? Has your staff's technical skill been valued over their customer-care abilities? Poor service destroys profit in myriad ways; training your team in the art of positive interdependence will liberate you and your employees alike. This empowering workshop is ideal for managers, concierges, and especially service technicians. Highly recommended for intact teams. Program Highlights:

• The three essential building blocks of world class service
• What your customers value most: it may surprise you
• Moments of Truth: managing the cycle of customer interaction
• The horrifying cost of poor and inconsistent service
• Why is great service so hard to deliver?
• What are your core values? Emphasizing personal values that support great service.
• Consistency: the key to customer retention
• Customer feedback devices: how to create and use them effectively
• Mastering the tools of complaint resolution
• The essence of world class service: bringing creativity and style to customer care
• The language of world class service: communicating with clarity and elegance
• Great service begins at home: how to do you treat your 'internal' customers?
• Internal communication skills that support world class service
• Mastering the art of listening
• Simple techniques for creating powerful rapport with clients and coworkers
• Personalizing the service experience in your spa or salon

Spa Director's Management Intensive

If you own, manage, or plan to invest in a spa, this program is a must! If you're already involved in spa operations, you'll find solutions for your toughest management challenges. If you're planning a facility, you'll leave this program with a clear-cut strategy for business success. If you're considering a career change or advancement into spa management, the Spa Director's Management Program will put you miles ahead of the competition. This fast-paced, information-packed program is full of original, innovative but practical concepts that are actually at work in award-winning Preston Wynne Spa. We work hard to make sure the four days you spend with us are extremely rewarding. You'll also take home our exclusive text, an incredible reference you'll use again and again. This includes tools you'll be able to put to use the day you return to work. You'll have a chance to meet other spa industry professionals, a diverse group of people, from all over the world. Participants typically represent a variety of industries and greatly enrich the program with their input. You'll create a support network that will prove invaluable as your business or career grows. The small size of the class ensures individual attention and maximum interaction.

Financial Management

• Managing by the numbers: understanding financial statements
• How productive is your spa? An accurate way to measure
• Compensation Design: the key to profitability
• Owner compensation: what's fair?
• Plugging the profit "leaks" in your spa operation
• Discounting: is it right for your facility?
• Staying out of trouble: proper accounting practices for spas
• The raging gift market: taming the tiger

Marketing Mastery

• "One-to-one" marketing: cheaper, better, faster
• Customer retention: your best marketing tool
• Calculating your actual cost of customer acquisition
• A formula to instantly boost your sales by 33%
• The power of PR: developing your media kit
• Positioning your spa to survive intense competition
• Essential components of great spa brochures

Successful Programs

• Developing a compelling service program
• Long-term programs: the new spa package
• Programming for profit: which services to emphasize
• Two key trends that must guide your program design
• Staging spa experiences: the perils of packages
• Workflow: managing its impact on quality and morale
• Scheduling for maximum productivity.and quality

Leadership

• Recruitment: effective strategies for hiring the best employees
• Why the customer comes "second" in a successful spa
• Why you're doing everything yourself.and how to stop it!
• Managing communications issues in your spa team
• Why you can't motivate your staff and what to do about it.
• How to produce great staff meetings
• Managing conflict between technical and support teams
• Getting your support team to "think on their feet"

Quality Management

• What customers value most: it may surprise you
• How to manage quality in the "closed door" spa environment
• The three essential ingredients of world class service
• Training = quality: building your in-house program
• How to instill a "quality" mindset in your entire team
• Customer relations: resolving complaints
• Comps, refunds and redo's: how to use them wisely

Retail Success

• Harnessing the awesome power of retail sales
• Teaching spa therapists to sell
• Tools and Techniques that support retail sales
• Do you need a Home Care Consultant?
• Creating a profitable retail mix
• Retail Trends
• The Spa Store: Visual Merchandising and Display
• Mail order and online stores: Are you ready?

Real World Spa Startup/Expansion Workshop

Learn the secrets of successfully building or expanding a successful spa operation! So, you'd like to open a day spa...or establish a company that operates day spas. This fast-growing industry offers a host of opportunities for the business-savvy entrepreneur and tremendous risk for the unprepared idealist. Our intensive two-day tutorial will give you all of the tools that you need to create a plan of action or prepare you to take on a future project, including an expansion. We'll go in-depth into the crucial steps in evaluating a project, and give you the tools you need to actualize your vision. This program is designed to provide a cost-effective alternative to one-on-one consulting services. If you choose to utilize additional consulting services, you'll find the groundwork covered in this program to be truly invaluable. Recommended for salon owners, spa owners, investors and lenders.

Startup/Expansion Program Modules:

• The Future of the Spa Industry
• How to establish and test your business vision
• Creating a realistic Financial Plan and securing financing
• Establishing a unique therapeutic and program vision
• Your startup marketing plan: the first 18 months
• Mastering Public Relations
• Position descriptions and organizational structure for your spa staff
• Crucial issues in spa facility design and functionality
• Issues of Facility Construction Management
• Developing the ideal retail mix
• Compensation issues in the startup spa
• Setting up your Gift Programs
• How to choose your Technology and Communications Platforms
• E commerce for spas
• Your Spa Development Timeline
• Your plan for pre-opening, soft opening, and grand opening.

Managing and Leading Spa Employees

Rise to the challenge of managing, motivating and disciplining spa employees! This information packed one day program presents the keys to effective leadership in the spa environment. Increase your confidence when making difficult hire/fire decisions, and learn about legal issues in the workplace that impact your spa operations. An essential course for all managers, supervisors, owners and directors.

Asian Spa Directors' Management Intensive

If you own, manage, or plan to invest in a spa, this trio of spa management seminars is a must! We've tailored these popular programs expressly for the needs of the Asian spa professional. If you're already involved in spa operations, you'll find solutions for your toughest management challenges. If you're planning a facility, you'll leave this program with a clear-cut strategy for business success. If you're considering a career change or advancement into spa management, this course can put you miles ahead of the competition. Our fast-paced, information-packed seminars are full of original, innovative but practical concepts that are actually at work in award-winning Preston Wynne Spas.

We work hard to make sure the five days you spend with us are extremely rewarding, starting with a detailed overview of the essentials you'll need to open a new spa or renovate and expand an existing one. Next, you'll be immersed in The Spa Directors' Management Intensive, where we delve into the heart of the spa operation on every level: marketing and sales, operations, optimal spa service and retail programs, leadership, compensation, recruiting and HR, and skills for selecting, training and appraising spa employees.

Our final segment is the newest addition to our seminar offerings, The High Performance Spa. This program builds on the principles of good spa management with detailed tactics and techniques that you can take back to your operation and use immediately. You'll get advanced tools for inventory management, competitive marketing, quality management and employee development.

The entire suite of seminars is captured in our exclusive text, an incredible reference you'll use again and again. We also provide a special bonus: our employee-friendly, detailed front desk guide for Millennium software users. Another enormous bonus: you'll meet other spa industry professionals--a diverse group of people, from all over the world, who greatly enrich the program with their input. The size of the class ensures individual attention and maximum interaction. That means you'll leave with a great new support network of like-minded peers that will help you to grow and thrive.

Implementing Your Medical Spa Program

This elective program in spa management is designed for physicians and spa owners who are adding or starting up a medical spa business. In two information-packed evenings, you'll learn from the director of one of the most successful medical spa startups in the midwest, RN and entrepreneur Amanda Rose Gorecki. Amanda's unique operational insights go far beyond the current 'buzz' to give you practical methods for ensuring the success of your business. (Pre-requisite: concurrent enrollment in, or prior completion of, The Spa Director's Management Intensive). 2 evenings. Topics covered include:

• Are your estheticians and body therapists ready to work in a medi-spa?
• How to find the best medical professionals for your spa
• HIPAA: Do you have to be compliant?
• Responsibilities of a Medical Director
• Selecting the best equipment for medical esthetic services
• The most profitable laser modalities in the medi-spa
• Facility design and workflow issues in the medi-spa
• Pricing and positioning your medi-spa services successfully vis competition from physician's offices
• How to package medi-esthetic treatments to ensure the best results and the highest client retention
• Key issues of customer satisfaction in the medi-spa: managing complaints and concerns
• The systematic approach to client consultation for your medi-spa employees
• Scrutiny in the medi-spa: negligence and the nuts and bolts of Informed Consent
• Who supervises who? Organizational structure of spas with medical and non-medical spa personnel
• Should you hire RN's or estheticians to perform your medi-esthetic services?
• Proper documentation within the Medi-Spa
• Marketing Internally: cross-selling your medi-esthetic services in the spa setting.

Medical Spa Update

Trends for Today: What's really selling in med spas.

• Cellulite treatments: the skinny on Mesotherapy, Endermologie, and Vela Smooth treatments.
• Dermatologic fillers: the good, the bad and ugly
• Top Topicals: the most effective cosmeceuticals
• The public perception of Med Spas: effectively responding to "trend backlash"

Marketing Survival Kit

• Understanding the evolving psycographics of the ideal "target client"
• The 5 most important things your best client is after
• Winning repeat business--the most crucial key to big profit
• Competing against price gougers in your marketplace
• The three biggest mistakes of Med Spa marketing
• Making retail happen in your Med Spa--finally!

The new structure for success of the Medical Spa

• The changing role of Medical Director--how little or how much do they need to do?
• Estheticians: help or hindrance?
• How to make sure your RN's are prepared, professional and sales-savvy
• Leveraging your medical specialty in the med spa setting: what works, what doesn't

How to Run a Day Spa Profitably

Whether you already operate a day spa or are planning to start one, this no-nonsense seminar will show you how to really find the profit in your investment! The spa management experts from Preston Wynne have created a program that will help you to get control over your spa's money making potential or to start your new spa off on the right foot. Even the most successful spa operator will leave this seminar prepared to substantially increase profits immediately.

Key topics of the program:

• Discover which services make money and those that do not.
• Learn how to affordably pay your employees while getting the most income for and from them.
• Get the facts about successful spa retail sales, product profits, and what it takes to win the participation of your employees.
• Discover how to correctly price your service offerings and avoid costly time and material waste.
• Learn what customers value most that your spa competitors routinely overlook.

And much, much more! This may be the single most valuable spa business education you'll ever receive! Don't miss out on an opportunity to unlock the true profit potential in your company.

The High Performance Spa

HIGH PERFORMANCE LEADERSHIP
Understanding and developing your leadership style
Managing and Motivating Different Social Styles
How to focus your time and energy

HIGH VALUE MARKETING
Branding your spa
Online marketing: what you must do now
Get into your customers' heads with a survey
Essentials of a great online spa store

HIGHLY EFFECTIVE OPERATIONS
Process evaluation and improvement
Introduction to "Lean" processes and optimizing effectiveness
How to create great documentation for your protocols
Managing your cancellation/no show program
Continuity and Communication for your Front Desk Team
Using Mystery Shoppers

ADVANCED FINANCIAL MANAGEMENT AND CONTROLS
Forecasting for retail purchasing
Advanced Inventory Management
Maximizing and Minimizing Your Menu
Creating a purchasing process for your spa
Pricing strategies and profit formulas for your private brand
Pricing strategies and profit formulas for services

ADVANCED ISSUES IN HUMAN RESOURCES & COMPENSATION
Bonuses: when and how
Designing an objective, effective advancement plan
Employee discipline and improvement plans
What you need to know about termination

MASTERING A HIGH PERFORMANCE BUSINESS STRATEGY
Strategic planning and growth
Mastering the 90 day action plan
The "Four Actions" that can improve revenue and profit
Multi-unit operations: choosing the right time, the right place
Multi-unit operations: centralizing functions

SPECIAL BONUS CONTENT
Millenium software users will love the bonus content created by Preston Wynne for its own spa operations--you'll take home great new tools and ideas. (Our user-friendly Front Desk Guide, for Millenium users, is almost worth the price of admission!)
Pre-requisite: completion of the Spa Directors Management Intensive or equivalent
Earlybird registration and multiple-attendee discounts available now. Includes continental breakfasts, gourmet box lunches, and our famous course text. Maximum combined discount: 15%

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